One type of customer that a business can’t afford to upset is a bride. Her wedding day should always be perfect. Let me say that again. It should be PERFECT.
Jack and Jenn Catering apparently doesn’t know this fact, or at least failed to remember last December 26.
They were in charge of the bridal car service. That’s it. Nothing more. A simple task of making sure the bridal car was ready to pick up the bride and bring her to the church and to the reception. They failed. What’s worse is they couldn’t be contacted at all! Here is an excerpt of her complaint letter.
On December 26, 2009 we were surprised that the bridal car did not arrive at all. Repeated calls to the driver, Ferdinand Gomez at 0910-5264011, was unanswered. Such GROSS NEGLIGENCE from your company constrained us to frantically find another means on transportation which incurred us additional cost of PhP2,450. Your company’s NEGLIGENCE embarrassed us and almost ruined our wedding. – The Twisted Wedding Planner
This is utterly unacceptable! An event like a wedding only happens once in a lifetime. This is the pinnacle of a woman’s life. I can’t imagine how I would have felt if this happened on my wedding day. I would definitely turn into a bridezilla.
A call was eventually received and they made the necessary apologies. All her demands were accepted. A refund and reimbursement were to be given. What’s interesting is the explanation given. Apparently an employee didn’t turn over the next day’s activities. Aileen was right when she said, “That doesn’t explain why none of them were answering on the wedding day.”
So, do we blame the employee who forgot to turn over to the next person, or the lack of a check and balance system? Not knowing what Jack and Jenn Catering’s processes are, we can only speculate the root cause. But, the biggest fault here is the absence of the only thing that could’ve avoided the stress and aggravation of their customer — communication lines. There was no opportunity to resolve the issue.
The tip here: Our contact numbers are not for inquiries or sales calls only. These are provided for customers to communicate with businesses, whatever the reason. Keep it open, especially if your business deals with events.
Jan 2, 2010Good thing Aileen was able to handle this well during her wedding.
Although now that Chen mentioned it, I wonder if Aileen’s wedding coordinator contacted them the day before to ensure that they will show up.
Jan 2, 2010Janette – was there really a wedding coordinator? I assumed she was the one who handled it all, reading through her posts.
Chen – this now makes me think that a wedding coordinator is a MUST. Though I didn’t have one either on mine. Agree to have a back up always.
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12:05 AM
Was there a wedding planner/coordinator? Major events like this need to have a plan B (& C). Just like this; plan A – poolside reception, Plan B – indoor reception in case it rains. Plan A – Jack & Jenn Catering (note that business name pertains to food but actually provides transpo services??). Plan B – Tio Paeng’s Premium Calesa Service (more stylish than a utilitarian Ford Fiera).